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New Customer Onboarding — Operational Experience

End-to-end human journey for New Customer Onboarding.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys

Journey Actor Touchpoint Channel Tasks Type
Customer Registration — Online Journey Customer web-browser online 4 Happy path

End-to-End Sequence

Happy-path flow across all actors.

sequenceDiagram
    participant customer as Customer

    customer->>SYS: Provide Personal Details
    SYS-->>customer: CustomerDetailsCaptured
    customer->>SYS: Set Communication Preferences
    SYS-->>customer: CommunicationPreferencesCaptured
    customer->>SYS: Accept Consent Terms Reg
    SYS-->>customer: ConsentRecorded
    customer->>SYS: Confirm Customer Registration
    SYS-->>customer: CustomerRegistered

Customer Registration — Online Journey

Online customer registration flow for profile creation, consent capture, and registration confirmation.
Actor Customer
Touchpoint web-browser
Channel online
Precondition —
Postcondition —

📥 Step 1 — Provide Personal Details

Customer enters personal profile details such as name, email, mobile number, and address to create a new customer account.

Direction Business Objects
Input customer
Output customer

Capabilities: customer-identity customer-profile

Events: CustomerDetailsCaptured

Interactions:

# Interaction Type Input Output Event
1 Enter Personal Details 🟦 input customer customer —
2 Submit Profile Details ✅ confirm customer customer CustomerDetailsCaptured

📥 Step 2 — Set Communication Preferences

Customer chooses preferred communication channels and marketing preferences during account registration.

Direction Business Objects
Input customer
Output customer

Capabilities: customer-profile customer-consent

Events: CommunicationPreferencesCaptured

Interactions:

# Interaction Type Input Output Event
1 Select Communication Channels 🟦 input customer customer —
2 Save Preferences ✅ confirm customer customer CommunicationPreferencesCaptured

Customer reviews and accepts privacy, terms, and GDPR consent checkboxes required for account creation.

Direction Business Objects
Input customer
Output customer

Capabilities: customer-consent

Events: ConsentRecorded

Interactions:

# Interaction Type Input Output Event
1 Review Consent Checkboxes 👁️ review customer customer —
2 Accept Terms and Consent 🔑 auth customer customer ConsentRecorded

⚙️ Step 4 — Confirm Customer Registration

Customer completes registration after submitting the form, and the system creates the new customer profile and sends verification instructions.

Direction Business Objects
Input customer
Output customer

Capabilities: customer-identity customer-profile

Events: CustomerRegistered

Interactions:

# Interaction Type Input Output Event
1 Review Registration Summary 👁️ review customer customer —
2 Create Customer Account ⚙️ execute customer customer CustomerRegistered

EXP-CUSTOMERREGISTRATION — New Customer Onboarding Operational Experience — UC-BoK v0.9-alpha